Activation Specialist

Fintech•Tampa, FL

19h

About The Position

The Activation Specialist position ensures a successful implementation of retailer and distributor relationships. The position encompasses a unique combination of customer support, problem solving, financial operations support and other functions key to our Company’s philosophy of providing excellent customer service. The Activation Specialist serves as the primary customer contact through the implementation process. Activation Specialists proactively manage customer relationships by keeping the customer abreast of the status of their setup and any issues, providing suggestions based on best practices and ensuring customers are trained and prepared for the agreed upon effective date of their relationship.

Requirements

Excellent Interpersonal Skills
Excellent Verbal and written communication skills, bi-lingual a plus
People-oriented and customer focused
Problem analysis and problem solving ability
Shares solution knowledge
Strategic thinking ability
Detail oriented
Exceptional organizational skills and the ability to prioritize assignments
Ability to produce results quickly and accurately
Motivated, independent, able to work under pressure to meet deadlines
Must be fluent Windows user with a basic understanding of database operation
Proficient in a number of different software applications (i.e. Word, Excel, PowerPoint ,Outlook)
Minimum three years customer service experience

Nice To Haves

Project Management and ACH processing a plus
Experience in helpdesk or ticketing system a plus

Responsibilities

Ensure all customer calls and email requests are responded to appropriately and on a timely basis
Perform timely maintenance on customer accounts as part of setup process
Generate new revenue from existing customers through upselling and cross-selling of other Fintech products and services.
Create and maintain customer locations and relationships in the Fintech databases
Obtain and evaluate all relevant information to handle product and service inquiries
Maintain knowledge of Fintech policies, products, services and internal procedures
Educate customers on Fintech website and processes
Maintain professional skills to ensure customer satisfaction
Formulate recommendations for system enhancements and process improvements to increase efficiencies with customer support department and customer end user experience.
Assist with updating SOPs and creating training documentation for internal and external use
Keep management apprised of critical customer situations
Promote positive interactions with all Fintech business units